Returns & cancellations
How do I return an item?
You have the right to return any goods to us within 14 days under the consumer contracts regulations June 2014. This is your rights to cancel your contract with us. We do not accept any returns after the 14-day period.
Please note this does not apply to "Bespoke or Special order" products, which cannot be returned / cancelled past 7 days of placing the order (7-14 days incurs a fee to cover cost of production). Bespoke and special order brands; Lugarde, Gudrum, Eurovudas, Jagram, Lumine, Norland, Woodpro, Eurovudas, Palmako, Osland, Lasita and Bertsch Buildings.
We are sorry you want to return item, rest-assured our returns process is easy and simply to complete. Please follow the steps below so that we can process your return.
- The first thing you must do if you wish to return your purchase to us is inform our customer service team. This should preferably be done via email to email@example.com or alternatively you can call our customer services team on 01636 858 290 (Mondays – Friday 08:30am – 17:00pm). Please clearly indicate your desired outcome, and reason for return in your first contact.
- If the item arrived damaged, please ensure you attached clear images of the damage from a few angles to your email, so that our team can clearly see and evaluate the damage. At our discretion we will then proceed with resolving this with you. Please refer to the section further down, indicating what images are required
- Once your returns request has been picked up by one of our customer services team, you may be asked to fill out a returns form. Please ensure this is filled in clearly and attached to your returns box / or placed inside so that our warehouse team are able to match your order to the one received.
- Once your return has been received and examined, your refund will be issued within 3-5 working days.
Important information regarding returns
If you choose to arrange the return this will need to be to an address that we will give you at the point of cancellation prior to any refunds being issued, should you wish for us to carry out a collection, we may be able to ofer that service however there will a collection charge, the charge will depend on the item and your location in relation to where the goods are going back to. If for any reason the courier cannot collect the goods for return, there will be a failed collection charge. If we agree to collect the item, it must be from the same address that we delivered the item to. If you are going to organize sending your return back to us yourself we highly recommend using a tracked courier as the postage of the item is your responsibility, we are not responsible for any loss or damage. In all events and by which ever courier (including if we arrange transport), you are responsible for any damage that occurs during the return process. There will usually be a re-stocking fee which will not exceed £50.00 unless we advise in advance.
The goods must be returned in their original packaging and in a re-saleable condition. All returns are examined upon delivery to our addresses, if they are deemed not in a re-sellable condition then we retain the right deduct an evaluated sum from your return amount. Please also note all returns may be subject to a restocking fee, if you have any questions regarding this please contact us before ordering.
Return collections & postage charges
All returns must be returned to us in a re-saleable condition and in the products original packaging. If the goods are deemed not in a re-saleable condition or the packaging is damaged, then we retain the right deduct an evaluated sum from your return amount.
Collection & postage charges for returns
If the reason for your return is no longer needed / changed of mind, Not what I expected, or ordered wrong amount, you the buyer will be responsible for the postage / collection back to us. This will be deducted from your final refund amount; the charge will depend on the item and your location in relation to where the goods are going back to. If we collect the item, it must be from the same address that we delivered the item to.
Please note - in common with all major retailers - once an item leaves our premises or a suppliers premises then any cancellation would be deemed to be a return and may be subject to a restocking or other fees.
If you are going to organize sending your return to us yourself, we highly recommend using a tracked courier as the postage of the item is your responsibility, we are not responsible for any loss or damage if you choose this method.
My item arrived damaged
If your item arrived damaged you must send images to our customer services team clearly highlighting the damage, along with an image of your address label & the packaging your item arrived in. This allows our team to investigate if this is a courier or manufacture defect. All damaged items must be reported to us within 48 hours of receipt. After we have received this information, at our discretion, we will organise the return postage / collection from you to us. You will usually be refunded the full amount including the postage / collection cost.
Faulty damaged goods before 30 days
If your purchase develops a fault after purchase, you have up to 30 days to inform us in writing with images in order for us to process a return for you. If your item develops a fault after 30 days we will need to investigate this further to deem fault.
My item has broken sometime after delivery
A lot of our items have a warranty period which can vary between manufacturers. If your purchase fails or appears faulty after delivery it may still be covered under its warranty. If your purchase is in its warranty period, the postage / collection may be covered.
For full information on returns, cancellations, costs and refunds please see: Terms and Conditions (Section 3)
If you wish to cancel your order, please do so by contacting us at firstname.lastname@example.org clearly stating your email as a ‘cancellation request’ with the original order number. Once your cancellation has been confirmed you will be re-credited the amount as soon as possible, if not within 30 days of the request
You can cancel your order up to 14 days after placing the order (unless it has already been dispatched/received, if it has, please reference our returns process)
Timber / stone products can be cancelled up to 7 days after placing the order, due to the nature of the product these are sometimes made to order.
Bespoke products, applicable brands include: Lugarde, Gudrum, Gudrum Cottage, Jagram, Lumine, Norland, Woodpro, Eurovudas, Palmako, Osland and Bertsch
If the goods ordered are manufactured against your order, are brought into our warehouses specifically for your order or are bespoke in any way and you want to cancel the contract:
In Accordance with the Consumer Contracts Regulations - "Bespoke or Special Order" products cannot be cancelled and will not receive a refund. We offer the following Exceptions:
Cancellation within 7 days of the order being placed will incur no cost (provided the goods have not been delivered).
Cancellation after 7 days and up-to 14 days will incur any costs placed on us by the manufacturer with the balance of any payment being refunded to you or owed by you within 30 days. Cancellation from 15 days after date of order is not possible and goods must be paid for in full.
Except as above: Unless agreed in advance deposit payments are non-refundable.
Cancellation by us
We reserve the right to cancel you order if:
Insufficient stock to deliver the goods you have ordered, if for any reason we are unable to manufacture or deliver the ordered item.
We do not deliver to your area
One or more items you ordered were listed at an incorrect price due to:
A typographic error or incorrect pricing information received by us from a supplier
An Unexpected or excessive currency exchange fluctuations
A supplier being unable or unwilling to supply the goods owing to political, military or any other reasons
A Website or other technical fault results in Displayed Pricing being in-correct.
Force Majeure: You agree that Gudrum Classics Ltd will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these terms and conditions, including any Contract between you and us concluded under the terms of these terms and conditions, which is caused by events outside of Gudrum Classics Ltd’s reasonable control.